Zoom Virtual Agent admins can view and manage uploaded queries in the query library. This feature enables admins to find and manage queries more easily, and quickly view and understand query statuses.
This article covers:
Prerequisites for accessing the query library
- Account owner or admin privileges; or relevant role/privilege
- Basic, Pro, Business, Education, or Enterprise account
- Zoom Virtual Agent license
How to access the query library
- Sign in to the Zoom web portal.
- In the navigation menu, click AI Management and then Knowledge Base.
- Click the Review tab.
You will find the query library page.
Manage queries in the query library
In the query library, you can view and manage the queries displayed across the following tiles:
- Customer tile: This tile shows the most recent number of queries received from customers today, yesterday, in the last 7 days, and the last 14 days. You can sort this information by date or query count.
- Articles tile: This tile shows a breakdown of coached queries by article. By default, it will show the top articles by coached query count. You can also search for a specific article in the search bar.
- Latest query categories tile: This tile shows the most recently uploaded query categories. You can sort them alphabetically or by the number of queries. You can also use the search bar to find specific categories.
- Latest uploaded queries tile: This tile shows the most recently uploaded queries by the user to coach. You can sort them alphabetically or by the number of queries. The search bar allows you to find queries by file names.
- Query Dispositions tile: This tile shows the disposition that the user has labeled certain queries as Coached, Skipped, Mark as Junk, Content Gap, Support Required, and Coach Later. You can sort them alphabetically or by the number of queries.
Note: The number of queries listed in the query library can be filtered by knowledge base and by language.
When you click on one of these groups, it will direct you to a page displaying a table listing all queries, including details like the query itself, disposition, best answer, and query category. This can be sorted alphabetically, by disposition, by best answer and by query category. On this page, you'll find the following features:
- Date Range: Find queries within a specific date range.
- Knowledge Base filter: Filter queries by knowledge base.
- Language filter: Filter queries by language.
- Search: Use the search bar to find a specific query.
- Disposition: Search for queries with specific dispositions using the search bar.
- Export button: Download the queries table as a .csv file.
- Review in Coach Tool: Select multiple queries, and the Review Coach Tool button will appear, allowing you to access the Coach Tool page with a single click.